A New Way to Think

It happens at the front line, not at the head office. It is about a better way of thinking about customers. Customers judge the real value and decide to buy or not. Make customers the top priority, so corporate decision-making improves. The thing is that customers decide on a company’s revenue. The CEO decides on costs. This thinking puts customers before shareholders. Never the other way around. Considering the fast pace of change, business models and cultural behaviour must change. Culture is how individuals work with each other and interact. Cultures are powerful. There is a shift from capital to talent. Talented knowledge-workers produce essential decisions. In a talent environment people must feel special, which is more important than compensation.